Manager - Shipment Reconciliation

Delhivery; Gurugram District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Delhivery is seeking a Manager, Shipments Dispute Reconciliation to lead the resolution of shipment-related disputes with clients. The role emphasizes analytical rigor for Loss vs. Revenue analyses, strong negotiation skills, and meticulous reconciliation across disputes, provisions, audits, and compliance.

The role will guide a multi-functional team, safeguard revenue, and maintain robust client relationships through effective dispute management and process improvements.

Responsibilities

• Lead and manage the end-to-end resolution of shipment-level disputes with clients.
• Perform Loss vs. Revenue Analysis to assess financial impact of each dispute.
• Negotiate settlements to maximize recoveries while protecting the company's interests.
• Coordinate with finance, operations, and client teams to gather information and close disputes.
• Prepare monthly reconciliation reports and present findings to senior management.
• Develop SOPs to minimize losses and ensure compliance with policies.
• Mentor and develop a team of specialists to enhance analytical and negotiation skills.
• Support audits by providing reconciliations and necessary documentation.
• Safeguard revenue and maintain strong client relationships through effective dispute management.
• Lead process improvements to automate and streamline reconciliation workflows.

Job description

Roles and Responsibilities

The Manager, Shipments Dispute Reconciliation, is responsible for leading the resolution of shipment- related disputes with clients. This role requires strong analytical skills to perform Loss vs. Revenue Analysis, excellent negotiation abilities to achieve favorable outcomes, and meticulous attention to detail to ensure timely and accurate reconciliation of client disputes, provisions, audits, and compliance. The manager will lead a multi-faceted team to resolve client lost and damaged disputes, analyze and mitigate financial losses, and ensure the accurate closure of all shipment-level disputes from the client end. This role is central to safeguarding the company's revenue and maintaining strong client relationships.

Client Dispute Resolution Leadership & Reporting

• Monitor and reconcile daily, weekly, and monthly transactions between internal stakeholder & Clients.
• Lead and manage the end-to-end process of resolving all shipment-level disputes with clients, ensuring a high rate of successful and timely reconciliation.
• Serve as the primary point of contact for clients regarding disputes. Utilize strong negotiation skills to reach mutually beneficial agreements while protecting the company's financial interests.
• Generate regular reports on dispute resolution metrics, including resolution rates, financial recoveries, and key trends. Present these findings to senior management.
• Conduct thorough Loss vs. Revenue Analysis for each dispute to determine the financial impact and support negotiation strategies.

Stakeholder Coordination

• Coordinate with finance, warehouse, operations, and clients to resolve discrepancies.
• Work closely with operations, sales, and finance teams to gather necessary information and align on dispute resolution strategies.

Process Improvement

• Identify gaps and improve automation and efficiency in reconciliation processes.
• Develop SOPs and policies to ensure robust minimizing the losses.
• Designing SOP for every client to minimize the losses for damage & TAT breach cases.

Team Leadership

• Supervise and mentor a team of specialists, providing guidance and training to improve their analytical and negotiation skills.
• Demonstrated ability to lead, motivate, and develop a team.

Audit & Compliance

• Prepare monthly reconciliation reports and summaries for management review.
• Support statutory and internal audits by providing necessary reconciliations and documentation.
• Ensure compliance with internal financial policies and external regulatory requirements.